Technical Service Specialist

Join the IPG Team! Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions—we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world.

Now, we are expanding our global team and looking for talented individuals like you!

Title: Technical Service Specialist

Department: Quality Control

Immediate Supervisor: Corporate Quality Director

Status: Salaried Exempt

Position

Purpose:

This position will provide technical support for external and internal customers. The role networks closely with Sales, Customer Service, Sustainability/Product Compliance, Quality Managers, Research and Development, Product Managers, Purchasing Managers, and other staff at multiple sites to fully support and expedite the technical needs of customers. The main responsibility is Technical Service (servicing customers), with a smaller secondary emphasis on Total Customer Care (quality complaints).

The primary product focus is tape, with some secondary support for stencil and stretch film.

• Become knowledgeable about all tape product lines and products, including basic structures, testing, physical properties, hands on feel, plant capabilities, etc.
• Independently answer queries from Sales, Customer Service, distributors, and end users mainly through email, but also telephone, instant message, and postal mail. Most queries originate from USA or Canada, but others are worldwide.
• Independently answer queries concerning products, their properties, competitive cross references, applications, technical documents, etc. Also seamlessly elevate queries beyond scope to senior staff.
• Issue documents and letters to customers as needed.
• Log new queries in the Footprints Technical Service workspace and track open queries.
• Use the Footprints Technical Service workspace knowledge base, various databases, product documents, key technical staff, internet searches, and other resources to answer customer queries.
• Work closely with Product Compliance/Sustainability to manage and answer environmental questions and issue documents.
• Maintain a list of key staff contacts to facilitate prompt and efficient communication or escalation of customers to appropriate personnel.
• Also manage the Footprints Total Customer Care workspace. Review new complaints to ensure key fields are completed and correct. On a weekly basis reconcile the status of open complaints in Footprints so they agree with AS400/prism.
• Build reports in the Footprints Technical Service and Total Customer Care work spaces as requested. Manage and modify software through Form Designer as needed.
• Other duties assigned or as customer needs evolve.

• Bachelor’s degree in a technical field
• 4-7 years of experience in a related position
• Preferably at least 2 years in the tape industry or other manufacturing environment
• Must be a self-starter and able to work independently
• Must employ time management and organizational skills
• Must be able to multi-task, deal with tight timelines, and exhibit appropriate urgency
• Must be a detail-oriented problem solver but recognize that time resources are limited and must be carefully managed.
• Provides answers or output by using numerous internal or external resources, sometimes with limited information.
• Must be a team player who recognizes that sharing knowledge is of far greater value than hoarding knowledge.
• Ability to communicate with internal and external customers diplomatically and with empathy.
• Ability to effectively communicate verbally and in writing.
• Proficient in communicating and documenting through Microsoft Word, Excel, Outlook and Teams. Open to learning new software tools.
• Ability to determine which customer queries they can complete, and which queries should be escalated to other staff.
• Recognize and protect information that is proprietary to IPG and cannot be shared.
• Ability to learn and implement new ways of doing…